Coronavirus information

We are proactively monitoring the coronavirus outbreak, including the latest Government and NHS advice.

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The health and wellbeing of our people is our priority. We will do all we can to support our customers, colleagues, clients, contractors and visitors.

We hope by following the advice together we can reduce the spread of coronavirus (COVID-19).

You can also read our Covid-19 Frequently Asked Questions.

Staying safe

Our colleagues will wear a face-covering whilst in your home and moving around or through any communal areas such as corridors or lounges. All colleagues have suitable personal protective equipment (PPE). They will wear what is appropriate for the task. We’ll also let you know if you need to take any additional safety precautions while our colleagues are visiting your home.

The measures we put in place to manage the coronavirus situation may impact on the level of service we can provide to you and we may not be able to meet all our customer service standards. We will be making changes to services in line with Government guidance to safeguard our customers and our colleagues.

The Government information around coronavirus changes frequently. We advise you to keep a close eye on the NHS website and the Government website for up-to-date information. 

Essential Visitors

Following Government Covid-secure guidelines our places and homes continue to only open for essential visitors (e.g. medical practitioners, emergency repair specialists), colleagues and other key workers. All other visits are suspended until further notice or updates from the Government.

The health and wellbeing of our people is our priority. We will do all we can to support our customers, colleagues, clients, contractors and visitors.

We hope by following the advice together we can help reduce the spread of coronavirus (COVID-19).

Guidance for resident customers

Continuing to provide support to our customers is important to us and we are doing all we can to make this happen.

Following the introduction of the Government local COVID alerts levels you can find out more about how this affects our service to you here

Chorus Homes customers visit www.chorushomesgroup.co.uk or call 0345 266 9760

We are experiencing an increase in our calls to the Customer Service Centre so it may take longer than usual to speak with someone. It is simple and quick to report your non-emergency repair online and this may be more convenient for you. We will try to complete your repair as soon as we can however please be aware that it may also take longer for a repair to be scheduled as we have high numbers of repair requests and local restrictions are having an impact the availability of our colleagues.

Gas safety and electrical checks will also continue wherever possible.

Our colleagues will wear a face-covering whilst in your home and moving around or through any communal areas such as corridors or lounges. All colleagues have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. We’ll also let you know if you need to take any additional safety precautions while our colleagues are visiting your home.

The measures we put in place to manage the coronavirus situation may impact on the level of service we can provide to you and we may not be able to meet all our customer service standards. We will be making changes to services in line with Government guidance to safeguard our customers and our colleagues.

To help answer some of the most common questions being asked, we recommend you visit our Frequently Asked Questions page

The Government information around coronavirus changes frequently. We advise you to keep a close eye on the NHS website and the Government website for up-to-date information.

Guidance for customers living in our Extra Care, Retirement Living & Supported Housing Services

Following the introduction of the Government local COVID alert levels, to help protect you and your neighbours please remember that each individual home/apartment is considered an individual household. The whole service is not considered to be one household so please do not gather in a group of more than six people indoors or outdoors. Social distancing guidance should be followed at all times unless you are meeting with people from within your support bubble.

Please note that indoor communal lounges (where open) are for customers only. Where access is only available to communal outdoor space through a communal lounge this can be used by customers only.

Our colleagues will wear a face-covering whilst in your home and moving through any communal areas such as corridors or lounges. Our team also have suitable personal protective equipment (PPE) and will wear what is appropriate for the task they are completing.

We ask you to wear a face-covering when moving through or around indoor communal areas and moving around corridors.

If you are unable to access the essential goods and services that you need and if you have any problems we will work with you to put a suitable plan in place. 

How to get coronavirus support as an extremely vulnerable person

The Government provided service is no longer open for new registrations because people aren’t being advised to shield in England from 1 August 2020.

If you’ve already registered and have priority access to supermarket deliveries, you’ll keep it. You can read general guidance on protecting yourself if you’re clinically extremely vulnerable to coronavirus.

Please contact your local authority if you live in England to find out what help is available to you.

If you are unable to access the essential goods and services that you need and if you have any problems please contact us and we will work with you to put a suitable plan in place. 

Guidance for customers with financial concerns

We encourage customers who may be struggling financially to visit our Guidance for customers with financial concerns page for more information on the support that is available.

We are committed to helping prevent our customers falling into debt and we will continue to provide advice, support and guidance to customers who may be experiencing difficulty in paying their rent.

We are unable to offer rent breaks however we will work with each customer on a case by case basis to agree an affordable repayment plan. 

Guidance for visits to our places

Our places and homes are only open for essential visitors (e.g. medical practitioners, emergency repair specialists), colleagues and other key workers. Any essential visits to our places and homes will be postponed for the following reasons:

  • you are suffering from a dry cough, fever, breathing difficulties or flu-like symptoms; loss of taste or smell and/or,
  • you have been in contact with someone who has tested positive for coronavirus or is self-isolating.

All other visits will be suspended until further notice.

COVID Alert Levels

The Government has introduced local COVID alert levels in England for more information on these click here

Check the local COVID alert level of your local area to see which level applies to you.

We will regularly review these areas in line with Government advice.

The health and wellbeing of our customers and our people are our priority. We will do all we can to support our customers and colleagues to deliver a full service and we will provide updates to this service on our website. Read on for information about how COVID alert levels are affecting our main areas of service delivery.

Repairs

Non-emergency repairs are being carried out in all local COVID alert level areas.

To report a repair visit www.chorushomesgroup.co.uk or call 0345 266 9760

All repair visits take into account the latest guidance from the Government and the Health and Safety Executive. When you book a repair and before starting work, we will ask if anyone in your home is shielding, self-isolating or showing any symptoms of COVID-19. If someone in your household is self-isolating or has tested positive for the virus, we will only carry out emergency work in certain circumstances.

Questions are asked to protect you and our colleagues.  

Keeping you and your home safe

Our priority is the health, wellbeing and safety of our customers and colleagues. We are following all of the latest Government and NHS advice, and we can assure you we are doing all that we can to help protect our customers and their homes during this period of uncertainty.

If you are reporting a repair with our Customer Service Centre or we are arranging a Gas Service or Electrical Safety Check we will be asking additional questions to ensure we safeguard you and our colleagues before arranging a home visit.

Our team have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. Our colleagues will have anti-bacterial wipes for the surfaces they need to touch. We will ask you to follow social distancing guidelines and stand at least two metres away from our colleagues where you can.

All trades operatives will show you identification when they visit your home. Please check this and once you are satisfied you are can leave our colleague or contractor to carry out their work. When the appointment or work is completed they will let you know they have finished and are leaving and they will see themselves out.

Gas and Electrical Servicing, and compliance checks.

We will continue to carry out all Gas and Electrical Servicing, and compliance checks within our properties during this time in all COVID alert level areas. These services are carried out to keep you, your home and your neighbours safe.

Lettings

We are letting properties in all local COVID alert level areas where it is safe to do so and for those customers who are vulnerable such as:

  • People fleeing from domestic abuse and violence
  • Moving customers from temporary accommodation
  • People discharged from hospital
  • Those living in un-safe accommodation, or without settled accommodation, which poses a risk to their health.

Supported housing and retirement living

Your Service Manager will be able to advise you on what impact local COVID alert levels have on your service.

We are closing communal lounge areas in all Tier 2 (High COVID alert) and Tier 3 (Very High COVID alert). Where it is safe to do so, available hairdressing services will continue in all local COVID alert areas, unless increased restrictions are put in place but the government.

If you live in an area where guidance does not allow you to meet up with another household you should not meet with anybody who is not in your support bubble or isn’t an essential caregiver, inside or outside your home.